Webinar31Aug20 - Rod Jones

Watch the recording

Monday 31st August @ 10h00 (Zoom)
Why are we paying so much for our omnichannel
contact centre technologies?

Today, more than ever before, contact centres are under immense pressure to cut, reduce or cap costs and to increase revenues, whilst maintaining high levels of customer satisfaction and staff motivation. All this whilst ensuring high levels of quality and compliance.

14th September   “How speech analytics is helping to reduce costs whilst driving up CX/CSat”
28th September   “Debt Collection: Using technology to cut costs, improve PtPs & payments”
12th October        “How Voice Biometrics can reduce the cost of caller authentication”
26th October        “Using data analytics to drive down costs and increase revenue”
9th November      “Does Outsourcing the contact centre save money?”

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Independent Cx & Contact Centre Consultant

With well over twenty years of hands-on experience in the field of customer contact centre technologies, Deon is widely recognised as a subject matter expert, both regionally and internationally. Deon is able to share some of his recent experiences assisting customers to rapidly deploy remote or work-from-home contact centre agents and support and management personnel.

He has a wealth of experience addressing some of the challenges facing users of on-premises technologies and the techniques used to mitigate these.

Deon recently (June 2020) established himself as an independent CX and Contact Centre consultant and has formed Deon Scheepers Consulting to provide his clients with an extensive range of professional advisory services.

Contact Deon at : deon@deonscheepers.com 
or +27 (0)82-464-7416

Independenent CX & Contact Centre Consultant

Hilario Fiandeiro is an independent management consultant, specialising in ‘dismantling frustration and engineering happiness™’ in contact centres and customer-facing environments. He has more than eighteen years’ experience, as a management consultant, operations manager and facilitator, across various industries, in the customer experience and contact centre space.

Hilario co-founded Ascentys Consulting, a specialist contact centre consulting practice in July 2003. At Ascentys, he was responsible for developing and implementing business cases, performance frameworks and costing models that allowed Ascentys’ clients to manage their customer-facing environments more smartly. He formed his own consulting practice, ContactCentreSmart in 2010.

Hilario has an academic background in Business Economics having completed his B. Com degree from the University of the Witwatersrand and obtaining his MBA from Edinburgh Business School. Hilario also holds an ICMI Certification, which is a specialist industry certification for contact centre professionals.

Contact Hilario at hilario.fiandeiro@gmail.com
or +27 (0)82 606 0312 

CTO & Collections Specialist


 Lior Woznica is the CEO of VVM and serves on its board of Directors. Lior has been working in the VVM Group of Companies for over 22 years and is responsible for the company’s strategies and operations, including all credit, debt collection and Omni channel outsource activities in Southern Africa and beyond.
Lior is passionate about what he calls ‘Intelligent management’ and how data analysis and analytics influences processes and performance, most importantly the profoundly positive effect it can have on its greatest asset, its human capital. VVM is on the forefront of digital engagements and no customer journey is the same.
A Chartered Accountant by profession who thoroughly enjoys spending time with his family in the outdoors. Daily engagements with the 1000+ VVM staff members remains exciting and inspiring.

Contact Lior at: liorw@vvm.co.za

Webinar Facilitator
& Industry Analyst

With over 40 years’ experience exclusively in the call centre and customer service industry, Rod Jones is internationally recognised as a Thought Leader and a Trusted Advisor to corporates, parastatals and government agencies in South Africa as well as many other African and Middle Eastern countries.
He was the founder and first Chairman of the Independent Contact Centre Consultants Association; former chairman of the Direct Marketing Association TeleServices Council of SA and served as Chairman and advisor to various industry committees and workgroups. Rod has also served as a judge for the 2019 BPeSA industry awards and as a auditor for the 2019 Dubai Government Contact Centre Standards.
Rod’s ‘World Class Contact Centres’ MasterClass management knowledge development seminars have to date been attend by over 4,800 delegates in 13 countries.
Rod is also widely recognised as a motivational speaker – concentrating on call centre agent and team leader motivation.
Contact Rod at: rod@rodjones.co.za
or +27 (0)82-568-9976